In this webinar, Brian will introduce the Standard+Case approach and discuss benefits for both IT and non-IT service providers. Description: Service Management best practice describes many different situations that a provider must deal with. Incidents, Problems, (...)

ITIL – Lean – Agile – Prince and more – so many to choose from which one is best? – perhaps all of them perhaps a combination? One thing is for sure, all are geared towards improvement creating efficiencies, cost (...)

Organizations frequently have difficulty in releasing new services and applications. Management frameworks respond to this difficulty by recommending a Release Management discipline or process. However, from a lean perspective, such "processes" introduce waste, slow down the time to release, increase (...)

We use the word Service Catalogue interchangeably, to mean both the list of business services and their characteristics, and also the list of things which the business can request from IT. Sure, there is some crossover but we can’t (...)

We use the word Service Catalogue interchangeably, to mean both the list of business services and their characteristics, and also the list of things which the business can request from IT. Sure, there is some crossover but we can’t (...)

Traditional IT (desktops, laptops, etc.) markets are declining, the usage of traditional Operating Systems is declining; more and more organisations are moving to flexible work patterns and locations, mobile devices and IoT are on the rise, productivity tools have already (...)

Not everything that can be counted matters. Not everything that matters can be counted. We tend to overestimate probability of success, inflate the impact of any success and assume understanding of what made it successful. But we often forget that (...)

In an effort to become easier-to-do-business-with, many IT organizations have stood up a “Service Catalog” within their ITSM tool. And frankly, it’s a very consumer-friendly and effective way to capture and manage requests - without the consumer having (...)

In Unleashing the Enormous Power of Call Center KPIs, MetricNet provides an overview of the Best Practices in Call Center Performance Measurement. Our best practices help call centers lower costs and increase customer satisfaction! Viewers will learn: How (...)

How is your service operation seen within the business? Good? Magic? Brilliant? Or perhaps meek? How your service operation is viewed within the business depends on many factors: communication, resolution, innovation etc., and all these factors are linked. Having previously (...)

Modernize IT by taking a business centric approach to improve current business processes that support organizational objectives. This panel will discuss best practices for building a digital business model, and how IT modernization will impact IT service management (...)

Ah, the Service Catalog. Every organization needs one, but few have one they truly love. It sounds so easy, doesn’t it? Create a menu of IT services, then communicate said menu to your customers. Done! Sadly, the above (...)

The business and IT landscape is changing in significant ways... - Business are demanding continuous delivery of new and improved application functionality, as well as performance -To help meet this demand, new emerging best-practices such as Agile and (...)

Great managers understand the value of numbers. But for many of us they are a safety net to defend what we do, not a catapult to corporate success. Numbers tell a story, and in this session James Finister will (...)

Many organizations struggle with defining metrics for business and IT value. Metrics are disconnected from real value in such that after they are defined, no one either pays attentions to them or can make a decision relative to the metrics (...)

Many organizations struggle with defining metrics for business and IT value. Metrics are disconnected from real value in such that after they are defined, no one either pays attentions to them or can make a decision relative to the metrics (...)

How is your service operation seen within the business? Good? Magic? Brilliant? Or perhaps meek? How your service operation is viewed within the business depends on many factors: communication, resolution, innovation etc., and all these factors are linked. Having previously (...)

Service Automation is the concept of achieving customer loyalty by the use of automated technologies, and it builds upon large demographic and sociological trends. As a society, we have become accustomed to arranging our lives online and expect services that (...)